Best Practices

Join the conversation as Steve Alexander of Anagram sits down with Cory Pinegar, CEO of Teem, to explore how the "Jobs to Be Done" framework can sharpen decision-making inside optometry practices. Rather than chasing the latest buzzword, they focus on solving specific problems, like missed calls, outreach, and claim submission.

Cory brings a systems-first perspective built from running Teem. Together, he and Steve discuss stepping out of the daily "hamster wheel" to define real outcomes, why tracking trends beats chasing perfect metrics, and how leading and lagging indicators separate progress from noise.

Whether you're weighing a new tool, wondering why new patients aren't showing up in profit, or looking for the discipline to cut what isn't working, this episode offers practical guidance for sharper practice decisions.

Episode Breakdown

00:00 Welcome and Introductions

00:38 Cory's Origin Story

03:36 Jobs to Be Done Framework

07:34 Stop Stacking More Tools

14:01 Measuring What Works

18:50 Leading vs. Lagging Indicators

22:08 Focus Beats Burnout

25:02 Emotion vs. Execution

28:36 Recap and Kill Noise

32:18 Biggest Practice Mistakes

35:07 Retention Over New Patients

36:52 Niches Make Riches

38:30 How to Connect and Wrap Up

Steve Alexander sits down with Renato Cappuccitti of Vision HQ for a candid conversation on building lasting patient loyalty in eye care. They open by sharing how each of them found their way into optics, then dig into what loyalty actually looks like in practice: trust, credibility, transparency, and communicating value without drowning patients in jargon. From capture rates and pricing conversations to team training, dispensing moments, and membership plans, this episode is packed with practical takeaways for any practice looking to strengthen relationships with their patients.

00:00 Welcome and Introductions

00:33 Renato's Eye Care Journey

03:49 Why Loyalty Matters

05:54 Transparency Builds Trust

08:31 Trust and Setting Expectations

11:51 Capture Rate and Value

15:46 Discovery and Pricing Talk

19:01 Training for Consistency

22:37 Experience and Word of Mouth

25:35 Avoiding Detractors

30:49 Multiple Pairs Strategy

35:26 Dispensing and Follow Up

39:52 VisionHQ Membership Plans

44:39 Wrap Up and Contact Info

Host Steve Alexander sits down with Colton Calandrella, co-founder and CEO of Barti, to break down how practices can approach selecting the right EHR and practice management system. Colton shares a practical lens shaped by building in the space and working closely with practices navigating these decisions.

They explore when it actually makes sense to switch systems, what future-proofing looks like in real terms, and how to evaluate total cost beyond the sticker price. The conversation also touches on getting team buy-in and making changes that support both operational flow and the patient experience.

Episode Breakdown

00:00 Welcome and Introductions

02:46 Why Build an EHR

05:21 When to Switch Systems

06:52 Future Proofing With AI

08:54 Total Cost of Ownership

12:16 Migration and Training Concerns

14:22 Industry Headwinds and Cloud Shift

16:16 Customization and Peer Insight

23:16 Pricing and True Comparisons

26:38 Paperwork and ROI

28:08 Revenue Per Patient Break Even

29:25 Rethinking Patient Flow

30:39 Staffing and Retention Impact

33:25 Leading Change With Your Team

35:50 EHR as a Practice CRM

40:47 Personalization and Patient Retention

43:53 Defining the New Standard of Care

46:11 Patient Education and Follow Up

48:08 Wrap Up and Contact Info

In this episode of Best Practices, host Steve Alexander sits down with Samantha Toth, President and Founder of InnerReactive, to discuss how independent eyecare practices can intentionally create experiences that patients remember and share. They explore the difference between routine customer service and a fully engineered patient journey, with practical insights on digital first impressions, optical storytelling, and proactive follow up that strengthens loyalty and capture rate.

Episode Breakdown 00:00 Introduction and Guest Welcome 00:22 What Defines a “Wow” Moment 03:38 Engineering the Patient Journey 05:22 Designing Patient Choice Intentionally 07:30 The Human Touch After COVID 10:13 Service Versus Experience 12:34 Building Loyalty and Trust 17:42 Understanding Patient Types 23:18 The Digital Discovery Phase 24:28 The Power of Real Photography 25:02 Optimizing Your Google Presence 25:45 Keeping Online Listings Fresh 26:35 Messaging by Patient Type 27:54 Frame Storytelling That Resonates 29:26 Common Optical Pitfalls 31:58 Handling “Take My Rx” Requests 33:55 Creating Wow Moments in the Optical 35:25 Merchandising With Intention 41:56 Implementation Tips for Teams 45:04 Follow Up Calls and Final Takeaways

Host Steve Alexander welcomes back Dr. Brianna Rhue, co-founder and CEO of Dr. Contact Lens, to discuss best practices for building business relationships. Dr. Rhue emphasizes that relationships are foundational to going “far,” sharing lessons from her father about connecting with others and stressing that you work with people, not companies. She contrasts real relationships with transactional social media engagement, urging listeners to do the work of reaching out and having meaningful conversations.

Drawing from her partnership at Westward Eyecare, she highlights trust, fair compensation, clear communication, and addressing issues early to prevent breakdowns. The episode also focuses on seeking and using feedback from employees and patients, offering an example of handling prescription requests as an opportunity to learn and improve the patient experience.

Episode Breakdown

00:00 Welcome Back

01:04 Why Relationships Matter

02:10 Lessons From Dad

03:22 People Not Companies

05:31 Social Media vs Real

06:16 Partnership Done Right

10:18 Standards and Boundaries

12:33 Feedback Builds Trust

17:05 Two Seconds Courage

19:07 Listen Deeper

20:42 Closing and Connect

Host Steve Alexander sits down with returning guest Matt Rosner to explore what it takes to build a successful specialty eyecare practice. The conversation centers on Matt’s Five P’s framework: Passion, Prevalence, Pain, Protocol, and Profit, offering practical guidance on choosing the right specialty, aligning it with patient needs, and building systems that support long-term growth and sustainability.

Episode Breakdown 00:00 Introduction and Welcome 00:26 What It Takes to Start a Specialty Practice 02:40 Introducing the Five P’s Framework 02:46 Passion and Choosing the Right Focus 04:44 Understanding Prevalence and Market Demand 08:36 Identifying Patient Pain Points 11:58 Building Effective Protocols 20:25 Making Specialty Care Profitable 28:05 Final Thoughts and How to Connect with Matt

Join the conversation as Steve Alexander, VP of Industry and Strategic Partnerships at Anagram, sits down with Nico Roseillier, founder of Untitled Agency, to explore how storytelling shapes the way patients experience eyecare. From first impressions to lasting connections, Steve and Nico share how intentional design, branding, and community presence can transform routine visits into moments patients remember and talk about.

Drawing from his journey from France to becoming a creative director in the U.S., Nico brings a fresh perspective on creativity, craft, and authenticity in independent practices. Together, Steve and Nico discuss how small, thoughtful details influence perception, why local connection matters more than ever, and how practices can design experiences that feel personal rather than transactional.

Whether you’re rethinking your brand, refining your patient journey, or looking for new ways to stand out in a crowded market, this episode offers practical inspiration for creating environments patients want to return to and recommend.

Episode Breakdown

00:00 Introduction and Guest Welcome

00:24 Nico’s Journey from France to the U.S.

03:11 Creative Career Highlights and Industry Perspective

08:58 Why Storytelling Matters in Eyecare

13:03 Designing Memorable Patient Experiences

15:45 Creative Ideas for Independent Practices

22:11 The Value of Craft and Personal Touch

34:41 Adapting to Industry Shifts and Expectations

42:54 What Makes an Eyecare Experience Memorable

43:40 Innovation and Differentiation in Practice Design

44:50 Building a Brand Patients Recognize

46:13 Community Engagement and Local Connection

47:10 Personal Stories and Meaningful Relationships

49:17 Crafting a Distinct Patient Experience

52:08 Authenticity as a Competitive Advantage

54:02 Thoughtful Marketing and Brand Expression

55:52 Meeting the Expectations of Modern Patients

01:00:48 Specialty Practices and Focused Services

01:07:48 Closing Thoughts and What’s Next

In this episode of Best Practices, host Steve Alexander sits down with Kayla Ashlee, Founder and CEO of Spexy, to explore how continuous training and clearly defined mission statements can elevate optometry practices.

Together, they discuss Kayla’s unconventional path into eyecare, why structured staff development matters more than ever, and how a strong mission can guide better decisions for both patient experience and team culture. The conversation also dives into practical marketing insights, including social media strategy, authentic promotion, and creating experiences patients want to share.

Episode Breakdown

00:00 Introduction and Guest Welcome

00:44 Kayla’s Journey Into Eyecare

03:19 Identifying Gaps in Optical Practice Training

04:30 Steve’s Eyecare Story

07:44 Why Ongoing, Structured Training Matters

11:54 Standing Out With Creative Marketing Strategies

14:21 Customer Experience, Reviews, and Retention

17:20 Engaging Patients Through Social Media

17:50 Authenticity in Practice Promotion

19:46 The Role of Mission and Vision Statements

20:41 Defining Your Passion and Practice Niche

23:45 Creating Shareable, Memorable Experiences

30:14 Leveraging Team Input for Growth

35:30 Final Thoughts and How to Connect

Join the conversation as Steve Alexander, Head of Growth at Anagram, sits down with Colton Calendrella, co-founder and CEO of Barti, to dig into what it really takes to get more out of your Electronic Health Records system.

With so many practices relying on their EHR daily but tapping only a small fraction of its capabilities, Colton breaks down how teams can close that gap. From choosing an internal “EHR champion” to investing in ongoing training and taking advantage of support resources from your vendor, the discussion shows how small shifts can open the door to smoother workflows, less frustration, and a better patient experience.

Steve and Colton also explore how continuous learning fuels long-term efficiency, why carving out time for EHR mastery pays off, and how leaders can build confidence across their staff. Whether you’re upgrading your software or trying to get more from what you already have, this episode offers a practical roadmap for leveling up your EHR and your practice at the same time.

Episode Breakdown

00:00 Introduction and Guest Welcome

00:37 Maximizing Your EHR: Where to Start

02:49 Investing Time in Learning EHR Capabilities

04:45 Practical Tips for EHR Mastery

06:45 Hiring and Training for EHR Efficiency

09:35 The Importance of Continuous Learning

11:49 The Toothbrush Test: Prioritizing EHR Tasks

14:23 Leveraging EHR Training Resources

19:22 The ROI of EHR Mastery

23:58 Conclusion and Final Thoughts

In this episode of Best Practices, host Steve Alexander talks with Adam Cherry, president and owner of Cherry Optical Lab, about how intelligent lens selection decisions can improve both patient satisfaction and optical performance. Together, they explore how materials, coatings, frame choice, and pricing strategies all play a role in creating better outcomes for patients and practices alike.

Episode Breakdown

00:00 Introduction and Guest Welcome 00:31 Lens Selection Fundamentals 01:41 Choosing the Right Lens Materials 03:24 Balancing Aesthetics and Comfort 06:41 Matching Frames and Prescriptions 11:02 Anti-Reflective Coatings and Their Benefits 17:53 Managing Patient Expectations 21:59 Industry Challenges and Common Pitfalls 23:05 Designing an Effective Lens Menu 23:31 Vision Plans and Profitability 24:19 The Rise of Online Retail 27:26 Private Pay vs. Vision Plan Patients 27:52 Progressive Lenses and Pricing Strategy 32:29 The Evolution of Lens Technology 35:55 Retail Strategies for Optical Practices 43:04 Conclusion and Final Thoughts